When talking about social CRM with people, the first company that is mentioned often is Salesforce.com. It is weird to see how people link a topic such as social CRM immediately with a company or platform.
However, social CRM is much more than that. Yes, it is also about having a holistic and multichannel view on your customers and prospects. And, yes, it’s about social networks and CRM platforms too.
But most of all, at least according to me, it’s about a customer-centric mindset.
This is something I posted elsewhere end of last year but it should certainly be here too.
Last December, Econsultancy released its fourth Customer Engagement Report.
The edition 2010 of the Customer Engagement Report, produced in association with cScape, found that the proportion of surveyed businesses who regard customer engagement as “essential” has risen to a record 55%.
According to the report “customer engagement is seen as being about creating relationships, which result in value both for customers and for companies”.